Job Description
Job Overview
We are seeking a highly skilled and motivated PACS/RIS Technical Support Specialist to join our team. As a PACS/RIS Technical Support Specialist, you will play a crucial role in providing technical assistance and support to customers. Your responsibilities will include troubleshooting issues, resolving software and hardware-related problems, and ensuring the efficient operation of PACS within healthcare environments.
Job Description:
- Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
- Improves client references by writing and maintaining documentation.
- Participates in development of client training programs by identifying learning issues; recommending instructional language.
- Accommodates client disabilities by recommending devices and techniques.
- Avoids legal challenges by monitoring compliance with service agreements.
- Improves system performance by identifying problems; recommending changes.
- Updates job knowledge by participating in educational opportunities; maintaining personal networks.
- Accomplishes information systems and organization mission by completing related results as needed.
- Research required information using available resources;
- Follow standard processes and procedures;
- Identify and escalate priority issues per Client specifications;
- Redirect problems to appropriate resource;
- Accurately process and record call transactions using a computer and designated tracking software;
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
- Organize ideas and communicate oral messages appropriate to listeners and situations;
- Follow up and make scheduled call backs to customers where necessary;
- Stay current with system information, changes and updates
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Job Requirements
· Bachelor’s degree in Information Technology, Computer Science, biomedical engineering or a related field.· Proven experience of 2-5 Years in technical support, preferably in a healthcare setting with a focus on PACS&RIS.· Strong knowledge of PACS systems, DICOM, and HL7 standards.· Proficient in troubleshooting software and hardware issues.· Excellent communication skills, both written and verbal.· Ability to work independently and collaboratively in a team environment.· Relevant certifications are a plus.
· CVs must be submitted in both English and French.
